TV remote commands need internet connection? Error RDK-03033

@timc128​ Sorry, my problem doesn't seem to be the remote. I don't get any picture at all - just the message (same as above screenshot) to check connections and check for service outages, which there don't seem to be any in my area.

@timc128 Thank you for reaching out on the Xfinity Forums, are you still experiencing an issue with the TV services at this time? 

It comes and goes. My main query was what does internet service have to do with my XR11 remote communicating with my cable box?

The remote utilizes internet based cloud services. After being sent to the cloud it processes for speech to text. Internet issues will directly impact the quality of the voice remote. I checked your signal and you are extremely out of specifications. You most likely need a technician to resolve it. Direct message your name and address and we are happy to get that scheduled for you!  I am confident it will resolve your issues. 

Make sure you are signed into forums

1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon. 2. Click the "New message" (pencil and paper) icon

2. Hit the compose button to the right of "conversations"

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

Ethan - "Support Chat", "New Message" is greyed out when I'm logged in on any of 3 browsers.  (And you already have all my info to make an appointment, but tnx. Try DMing me, maybe.)

So. The overly circuitous path from my cable TV remote not only goes to my cable box and to some headend server, but to a commercial internet cloud service somewhere (for translation?) before it returns a presumably correct command to my box.   What service AWS ?

All this odyssey just for my remote to tell my box to change a channel or play a DVR item ?

Sheesh.    No wonder the lag just keeps getting worse.

Ethan -

To get back to the lag business (forget private chat, ok. Won't work here). 

Is the TV remote signal path's diversion to a 'cloud server' and then the headend server for the sole purpose of speech recognition processing (I don't use it), or do the other more mundane manual remote commands have to make that circuitous journey as well ?   If so . . . . . . . um . . . WHY?

Yes, that is correct. The signal will head to the cloud for speech recognition purposes, the cable box will then receive the command. No, the other remotes won't go through the same process since they don't have the voice feature.

It's important to us that your services are working properly. The signal is still not quit where we'd like it to be. I highly recommend we set up a tech appointment. I'm sure this will help resolve this issue as well. I know you've been having issues sending us a private message. The option should be available by using the Peer to Peer direct message icon is located at the top right of the page.

@BruceW​ 

Just as I thought. The cable TV 'space' has once more sacrificed response for intolerable lag.   I had my first cable box from Sterling Manhattan Cable TV @1982 or so and have witnesses many generations of 'improvement' in cable transmission capabilities.  The only capability that has CONSISTENTLY been reduced on each iteration is responsiveness.  Endless mediation from some distant, overloaded headend server is the ultimate recipe for diminished service. Changing channels, once instantaneous, has taken longer to make happen on each technological  "advance".  Eventually you reach a brick wall this way.  There was once an abandoned choice to keep vital functions as local as possible to maintain adequate functionality. I'll not wish for a return to RF transmission, but I can't welcome the IP tradeoffs since then.

@BruceW​ 

Oh.  Then the reality is that the 'problem' is NOT 'connecting to the internet' as stated by error RDK-03033.

It should say, rather, "There's a problem connecting to Comcast."

The lag bothers me more even than the incessant overlay picture blockages for even the simplest remote commands.  Is there any remote button press that doesn't trip some obtrusive, irrelevant graphic status overlay for enacting simple motion or channel functions. The viewed answered function summoned by a button press should be all that is required, in most cases, for a confirmation/acknowledgement.

And why, fer pete's sake, no dedicated button for single-press closed caption on/off (with no picture interruption) ?             

(There. That's a lot off my chest.  Sorry.)

We appreciate your feedback, u/favorite999. I'd like to set up an appointment to have one of our awesome technicians help us resolve this intermittent issues you're having with the remote. Please send a us a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right.

I apologize for the misunderstanding. We recently changed the process for sending a private message on the Community Forum. Our good friend, @BruceW, created this excellent explanation for us!

To send a private message to Xfinity Support from any Forum page:

• Click "Sign In" (if necessary - there will be a visible prompt)
• Click the "Direct Messaging" (square speech bubble) icon
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
• As you are typing, a drop-down list will appear. Select "Xfinity Support" from that list.
• An "Xfinity Support" graphic should replace the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

See https://comca.st/3kYXwkR for an example

JamesC, BruceW - 

What is it about ' "New Message" is greyed out.' that puzzles you ?    (pencil and paper icon)

If you are unable to send a message on this platform you can reach out to us on Twitter, reddit and facebook. 

Sorry, don't do the socials.  So you guys are not allowed to send DM messages TO us. 

You just get DM messages, I guess.   But this is so far off topic now . . . . gotta go.

Thank you for getting back to us. We do not mean to get off topic. We would love to help further however we would need presonal information in a private chat. Please let us know if you would like to proceed. 

@BruceW​ 

Here's the inert vanilla "New Message" icon w/o pers. info:

" . . . . . In your profile on . . . . ."

Very 1st mention of any 'profile' in all your many attempts here to coax me into a sidebar conversation, which is the very LAST thing I want.  Sounds like that checkbox was news to you folks, too.

Profile settings page occludes yer checkbox below the scroll, and WHO exactly, EVER has reason to go there anyway?

So much for the 'lag' discussion.   Ta Ta . . . . .

@Favorite999​  The swapping out of the TV box was the recommendation of the Comcast rep in the Philippines. After swapping out the box for a NEW factory sealed box with new cables, the issue persisted. Apparently, there was no issue with the original TV box that I had. I had to make TWO trips to the Xfinity store because the first replacement did not work(refurbished unit). When I returned that unit, I asked for a NEW unit. Both trips to the store were a total waste of my time. I'm still paying for a service that STILL goes out when it wants to and I get no credit(s) for the lack of service. Xfinity needs to push for SUPERSONIC repair service!!!